Field Services Project Manager

Job Description

Job Description

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all " An Experience Above " .

cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row.  In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.

Position Summary

The Field Services Project Manager plays a critical role within cb20's Project Management Office (PMO) by serving as the primary on-site strategic partner and single point of contact (SPOC) for cb20's enterprise healthcare client. In this high-impact, customer-facing role, you will lead, plan, execute, and close deskside service initiatives and projects across a main campus and its affiliated regional sites.

Your central mission is to drive 'Deskside Service Excellence' and completely protect the client from the operational fatigue of coordinating multi-vendor onsite environments. By owning the day-to-day operations, establishing robust governance, and managing on-site Level 1 IT Technicians, you will ensure seamless and transparent delivery of critical services, including Asset Configuration and Replacement, Net-New Deployments, Endpoint Relocations, and Workstation on Wheels (WoW) Maintenance.

Key Duties and Responsibilities

• Client Single Point of Contact (SPOC): Serve as the primary strategic interface and SPOC between cb20 and client IT leadership
• Governance & Stakeholder Communication: Own and facilitate the program's governance structure. Run recurring weekly planning and program status meetings, set stakeholder expectations, and proactively mitigate alignment risks.
• Scope & Financial Management: Maintain, monitor, and report on project schedules, scope, and overall financial health. Work with cb20 PMO and client leadership to align with operational budgets and ensure project targets are met on-time and on-budget.
• Change Request Management: Identify, assess, and document any requests for changes in project scope. Estimate effects of changes on schedules, resources, and cost using cb20's formal Change Request processes. Seek mutual written approval before proceeding with any out-of-scope work.
• Day-to-Day Operations Management: Directly manage the day-to-day work, scheduling, and tactical resource allocation of dedicated on-site Level 1 Technicians to ensure maximum utilization and performance.
• Task Allocation: Oversee and assign technician tasks across the four core services defined in the program scope: Asset Configuration & Replacement, Net-New Deployments, Endpoint Relocations, and Workstation on Wheels (WoW) Maintenance.
• Staffing and Churn Mitigation: Directly handle on-site resource management to establish strong institutional knowledge, minimize retraining churn, and coordinate technical training & onboarding of new cb20 technicians on customer systems.
• Workforce Efficiency: Optimize team scheduling and logistics. Coordinate reverse logistics, travel arrangements, and transportation safety (including eliminating inefficient uses of private vehicles by optimizing field team paths and tools).
  

• Assessment & Site Walks: Personally, own or oversee detailed assessment activities, including pre-move site walkthroughs for endpoint relocations, hardware inventory captures, network jack identifications, and building Excel-based relocation matrices.
• System of Record Maintenance: Ensure the prompt, complete, and accurate update of client tracking systems (ServiceNow) for all location adjustments, asset inventory, and service tickets.
• Deliverables Logs & Artifacts: Deliver and maintain essential PMO artifacts: integrated project plans, technician schedules, deliverables logs, and active Risk/Action/Issues/Decisions (R/A/I/D) logs, as well as formal closeout documents.
• Knowledge Transfer & SOPs: Draft, review, and maintain Standard Operating Procedures (SOPs) and Program Runbooks. Coordinate technical knowledge transfers with client IT staff, particularly regarding system admin settings and critical configuration changes.
• Billing & Activity Tracking: Execute daily and weekly activity tracking across the deskside team, managing the logging necessary to support correct billing splits and unit-based pricing reconciliation.

Qualifications & Requirements

• Minimum of three (3) years of project management experience, or equivalent, with at least two (2) years dedicated to managing IT Infrastructure and Deskside Support projects.
• Proven record of executing successful IT Infrastructure deployments, PC lifecycle refreshments, and enterprise workstation relocations on-time and on-budget.
• Strong understanding of IT infrastructure, IT business solutions, endpoint technology, and enterprise ticketing platforms (ServiceNow preferred).
• Experience working with formal Waterfall project management methodologies and a thorough knowledge of project life-cycle phases (Initiation, Planning, Execution, Monitoring, Closing).

Required Skills & Competencies

• Exceptional business judgement, leadership, and team management skills, with a focus on coaching and driving technical staff performance.
• Demonstrated ability to adapt and prioritize effectively in a high-intensity, fast-paced enterprise healthcare environment.
• Strong negotiation and interpersonal communication skills; capable of managing diverse stakeholder expectations from medical directors to field technicians.
• Ability to manage multiple project workstreams simultaneously and systematically meet rigorous program deadlines.
• Proficiency with project scheduling and planning tools (Smartsheet, MS Project) and enterprise suites (Microsoft Word, Excel, PowerPoint, Outlook).
• Strict adherence to operational and professional standards as outlined in the cb20 Company Manual.

Education & Certification

Bachelor's degree in Information Technology, Business Administration, Project Management, or a related field (strongly preferred).

Location

Albany, NY (Onsite dedicated workspace at Albany campus; will include minimal local travel to regional practice sites in Saratoga, Glens Falls, and Hudson, NY)

Work Schedule

Monday - Friday, 8:00 AM - 5:00 PM (40 hours/week; subject to additional hours based on customer demands)

Work Environment & Physical Demands

• Working Hours: Standard 40 hours per week, typically Monday through Friday, 8:00 AM to 5:00 PM. Additional availability outside standard business hours may be required to accommodate critical healthcare operations or major system moves.
• Travel: While the role is based out of Albany , periodic travel to regional practice sites is expected to supervise field activities.
• Physical Demands: Typically sedentary office environment with frequent onsite movement for walkthroughs and inspections. Occasional lifting or handling of light IT equipment (typically not exceeding 15 lbs) may be required.